Terms and conditions


In these booking terms and conditions, ‘we’, ‘us’ and ‘our’ means and refers to Maison des Landes Trust Incorporated, a charitable trust, the Trustees of which are appointed by the Lions Club of Jersey and trading as Maison des Landes Hotel, La Route des Landes, St Ouen, JE3 2AA (hereafter referred to as Maison des Landes Hotel).  Our registered Jersey Charity number is 167, more details of which can be found on the Association of Jersey Charities website.

‘You’ means primarily the person who, by completing a booking form and paying the required deposit, books a holiday with us but includes any and all persons named on the booking form.  ‘The contract’ means the contract between us and you for a holiday once a deposit has been paid and booking form received.  ‘The tariff’ will mean the price of the holiday per person per night and as published on our website or advised to you in advance of your booking. The tariff does not include any optional extras, such as entrance fees to local attractions or additional activities, any bar bills, tips and gratuities or insurance.

‘Provisional booking’ means a request, by phone, email or in writing, but has not had a deposit paid and/or booking form sent out and returned. A provisional booking will only be held for 7 days.  After 7 days we reserve the right to release this booking request and offer that room to someone else without the need to contact you again. ‘In writing’ or ‘written’ means a letter sent by post to you at your home address or to an email address you have given us or to us at Maison des Landes Hotel, La Route des Landes, St Ouen, Jersey JE3 2AA or ‘by email’ sent to reservations@maisondeslandes.co.uk

When a is Contract Made

Your contract for a holiday is made with us on the basis of and subject to these terms and conditions. No variation of the contract terms shall be of any effect unless mutually agreed in writing. By entering into a contract, you agree and warrant that you have authority to bind all persons named in the booking form to these terms and conditions. No contract shall come into force until (a) we have received from you a booking form duly completed and signed, along with the required deposit for your holiday, and/or (b) we have issued and sent to you a confirmation invoice showing the balance of the holiday price due from you.

To make a booking, you must fully complete and sign the relevant booking form and return it to our office with a non-refundable deposit of £100 per person (if not already paid) within 7 days from when we send out the booking form. Payment can be made by cheque to Maison des Landes Trust, by bank transfer to account 27512304 sort code 60-12-03 or by debit/credit card by phoning the office. Please note that there is no cooling off period.

Please check the details on your invoice carefully. If you have any questions, or anything does not appear to be right, you must contact our bookings team immediately. On the invoice, please pay particular attention to the final payment date, as we may cancel your holiday if we do not receive your payment in time. If we do this, we will keep your deposit. We are happy for you to pay for your holiday in instalments provided final payment is made by the original invoice due date. 


An invoice for the cost of the holiday (less any deposit paid) is issued at the time of confirmation. The invoice will show the date on which the full balance is due, which is usually 6 weeks prior to the start of your holiday. If your booking is made within four weeks of the start date of your holiday, it is deemed to be a late booking and the contract comes into effect upon your confirming to us the acceptance of the arrangements and our receiving full payment. If the deposit and/or balance is not paid in time we may cancel your booking. If the balance is not paid on time, we shall retain your deposit and levy cancellation charges as detailed in the cancellation charges section.

Arrival/Departure Times

Check-in time is from 2pm on the day of arrival. Check-out time is by 11am on the day of departure. Any early arrivals or late departures may be accommodated but access to rooms will not be guaranteed.

Changes Made by You

If, after your booking has been confirmed, you wish to transfer to a different holiday or change the name in which the booking has been made, we will do our best to make the necessary changes although we cannot guarantee this will be possible. Any difference in tariff will be levied to the change, with any change in the original booking charge being kept to a minimum.

Cancellations Made by You

You may cancel your holiday at any time. Written notification from the person who signed the booking form must be received at our office. The date of cancellation will be the date of receipt of written notification to cancel (not the date of verbal notification by telephone).

To cover our expected losses from the cancellation of your booking, you will be required to pay the applicable cancellation charges as shown in the cancellation charges section if you or anyone travelling with you cancels.

Cancellation Charges

The cancellation charge is the responsibility of the person who is agreeing to pay. Cancellation charges are as follows (based on the date that written notification of the cancellation is received by us):

More than 28 days before your arrival date: cancellation charge will be the deposit only

14 to 28 days before your arrival date: cancellation charge will be 50% of the full holiday cost

Up to 14 days before your arrival date: cancellation charge will be 100% of the full holiday cost.


Guests who choose to leave the hotel before the end of the holiday, or who provide incomplete information prior to the holiday and are therefore deemed unsuitable for the hotel room pre-booked on arrival, will not automatically receive a refund for any nights not spent at the hotel and may need to be charged an additional fee if an upgraded room or additional equipment is required and available. Where a guest leaves the hotel because of a perceived deficiency in our provisions for them, or for another reason, they should follow the complaints procedure. Details of the complaint procedure can be found in the complaints section.


You must take out adequate cancellation and travel insurance suitable for your needs at the time of booking. We cannot be responsible for any costs you incur because of your failure to do so. For your own peace of mind, the insurance should cover you if you cancel your arrangements, or for any emergencies such as illness or injury that arise whilst you are away. Jersey is not part of the UK National Health Service and doctors, hospital, district nurses and care agency fees will be chargeable to you.

Changes Made by Us

Whilst every effort is made to ensure the accuracy of your booking, amendments will sometimes be necessary. We reserve the right to make minor changes both before and after your booking has been made. Where a major change is necessary, you will be advised immediately, and you will have a choice of the following options:

accepting the altered arrangements for the holiday.

accepting alternative arrangements for a holiday that we may be able to offer together with any difference in price, be it higher or lower.

cancelling your arrangements for a holiday with us without charge.

Provision of alternative arrangements for holidays remains at the discretion of Maison des Landes Hotel.

Circumstances Beyond Our Control

Except where we say differently elsewhere in these conditions, we cannot pay any compensation, reimburse expenses, or cover losses for any amount or otherwise accept responsibility if, as a result of circumstances beyond our control, we have to change your holiday after booking, or we, or other suppliers, cannot supply your holiday, as we, or they, had agreed, or you suffer any loss or damage of any description.

When we refer to circumstances beyond our control, we mean any event that we, or the supplier in question, could not foresee or avoid, even after taking all reasonable care. Such circumstances will usually include, but are not limited to, war, threat of war, airport closures, epidemic, natural or nuclear disasters, terrorist activity, civil unrest, industrial dispute, bad weather (actual or threatened), UK or Jersey Government restrictions around travel and/or self-isolations, and significant building work on-going outside of your accommodation.

Cancellations Made By Us

If we have to cancel your holiday for any particular reason, we will tell you as soon as reasonably possible. In these circumstances we will, if we are able to do so, offer you an alternative holiday of equivalent or closely similar standard at no extra cost, or a less expensive holiday, in which case we will refund the difference in price. Or if you prefer, you can receive a full refund of any money you have paid us.

No compensation will be payable in these circumstances, whenever they happen, and we will only have to offer you the above choice. Additionally, no compensation will be paid in the following instances and we reserve the right to cancel your holiday in such circumstances:

We can cancel your holiday if you fail to provide the necessary paperwork, such as the completed booking form at least 21 days before the start of your holiday.

We can cancel your holiday if you fail to make payment for your booking on time.

We can cancel your holiday if the information supplied in your booking form significantly misrepresents your equipment requirements.

We can cancel your holiday if your behaviour is deemed to present a risk or if it could upset, annoy or disturb other guests, our own staff or our suppliers.

We can cancel your holiday if you persistently display inappropriate behaviour during your stay with us. In this instance, payment for the holiday will be retained. (see section ‘Your responsibility’).

Complaints Procedure

If you have a complaint, please take it up initially with the Hotel Manager during your holiday. If you are not satisfied with the response, please write to the ‘Complaints Department’ within 28 days of your return from the holiday at: The Trustees, Maison des Landes Trust, Maison des Landes Hotel, La Route des Landes, St Ouen, Jersey JE3 2AA

We would point out that failure to comply with the above procedures during your holiday and /or failure to complain within 28 days of your return, may reduce or extinguish any rights you have to claim compensation from us or from a relevant supplier. Any such rights will be reduced or extinguished if, had you followed the above procedures during your holiday we could have taken steps to reduce any loss or damage suffered or entirely prevented it from being suffered.

It is difficult and sometimes impossible to properly investigate a complaint if we are not made aware within a sufficient time frame, once the holiday is over. Your right to claim compensation may also be reduced or extinguished, should any delay in your complaint being notified during or after your holiday prevents us from carrying out a proper investigation.

Lost or Damaged Property

Maison des Landes Hotel accepts no responsibility for loss or damage to property. All items (including equipment and clothing) should be clearly and firmly labelled with the guest’s name. Any equipment or property which has been left at the hotel after your departure can be posted back to the home address we have registered for you, however this will be at your cost.  We will contact you before posting to inform you of the cost and to obtain payment.

Advertising Accuracy

We have compiled the information on our web site, social media sites and in our Maison des Landes Hotel brochure and other promotional material as accurately as possible at the time of going to print. However, we would ask you to appreciate that a brochure is prepared well in advance of any of our holiday seasons.

There may be occasions when an amendment to the details must be made. We will put updated details or correct any information or prices on our booking system and our web site as soon as possible, so you will receive the latest information when you make a booking. If the amendment is considered to be of a significant enough nature, you will be given the opportunity to cancel your holiday with a full refund, or to amend to an alternative holiday subject to availability.

Transport and Trips

Passengers are required to wear a passenger restraint when being transported in Maison des Landes Hotel vehicles. The restraint must be used in the correct manner (as per manufacturer’s directions) and refusal to wear it this way will lead to guests being refused transport. Maison des Landes Hotel also recommends that guests have headrests fitted to their wheelchairs in order to improve comfort and safety when travelling on Maison des Landes Hotel vehicles.

For safe transport, wheelchair users will be expected to transfer to fixed vehicle seats whenever possible. Mobility scooters may be hired, through an outside provider, at an additional charge.

Meeting Your Needs

Maison des Landes Hotel is not a care home and does not provide or employ care or nursing staff.  In the event of a fire Maison des Landes Hotel cannot accept responsibility for getting any guests out of the building. Guests should be able to manage their own needs during their stay independently or be accompanied with an escort or carer to assist.  The escort or carer will be responsible for you or the service users at all times and must remain with you/them for the duration of the holiday.  The Island does have Government registered care agencies and guests may wish to arrange additional assistance at their own cost.  A list of agencies is available on request.  District Nurses may also be arranged to call to the hotel to administer injections, change dressings, etc.  This needs to be organised well in advance via your UK doctor and again this service would be at the guest’s own expense.  Maison des Landes Hotel cannot be held responsible if an agency is unavailable to assist during your initial choice of holiday dates.

Maison des Landes Hotel prides itself on being an accessible hotel and all ground floor rooms have wheel in en-suite wet rooms and most of these rooms also have ceiling hoists available above the beds to assist with transfers. Our superior rooms have tracking of the ceiling hoist through to the bathrooms.  Our booking form will ask what equipment is required in your room and this is important to specify the correct equipment as some equipment may need to be hired in at an additional cost.  If this is the case, you will be notified of any additional charge and you will have the right to alter or cancel you holiday.  Our first-floor rooms are not suitable for less mobile guests as they are only accessible via a stair case and have standard shower rooms en-suite. However, these do provide excellent close accommodation for escorts or carers if you do not wish to share a room.

Maison des Landes Hotel does not stock or supply any personal sanitary products or pre-prepared liquid food.  We understand these items can be bulky and/or heavy to bring over with your luggage, therefore you may wish to consider posting some items in advance of your arrival (at least 3 weeks) and we will hold these items safely for you.  Alternatively, there is a Boots pharmacy locally which has a click and collect service and our drivers can ensure you are able to collect from them.

Any clinical waste, ie anything containing bodily fluids, must be disposed of by the guest in the yellow bin provided in our bin store.  Housekeeping staff will not remove any clinical waste items from bedrooms.  Diabetics should also arrange to bring a sharps box with them, holiday size boxes are available on request.  If Maison des Landes Hotel is required to provide a sharps box for use by a guest, the cost of this will be passed on to the guest.

Maison des Landes Hotel welcomes guests with assistance dogs. All dogs must be kept on a lead whilst moving around the interior of the hotel and are not permitted in the pool area.  Dogs may, were necessary, accompany the guest into the dining area however the dog must not restrict in any way the waiting staff from carrying out their duties.  If your dog is not needed with you in the dining area, we respectfully request that you consider leaving your dog in your room whilst meals are being served and enjoyed by other diners.  All dog mess must be pick up and disposed of immediately in the appropriate external bins provided.

Your Responsibility

Maison des Landes Hotel reserves the right to refuse any booking and to cancel or curtail any holiday due to inappropriate behaviour.

We want all our guests to have an enjoyable, carefree holiday, but you must remember that you are responsible for your actions and the effect they may have on others. If we, or another person in authority, believe that your actions could upset, annoy or disturb other guests, our suppliers or our own staff, or put them in any risk or danger, or damage property, we may end your holiday and terminate your contract and we will not be liable for any refund, compensation or any other costs you have to pay.

You must also bear in mind that you are responsible for any accidents that occur due to inappropriate or irresponsible behaviour. We appreciate you may drink alcohol as part of your enjoyment. You must, however, do so responsibly and we will have no liability to you for any injury, loss or damage you suffer as a result of your judgment being impaired wholly or partly by alcohol.


Maison des Landes Hotel staff are not able to in any way dispense any medication to guests.  If you require additional medication, you will be required to register with a GP practice in Jersey before seeing a GP.  UK prescriptions are not valid in Jersey, with doctors and/or hospital visits being chargeable.  It is therefore recommended that you bring enough medication for the duration of your stay and an addition couple of days in case of travel delays.